Anubis Market Disputes - When an Order Goes Wrong

Open a dispute when the goods arrive wrong, late, or missing. Do not open one merely because you changed your mind about buying the item. The system treats disputes as formal complaints regarding fulfillment errors, not as return policies for buyer remorse. Clarity in the opening statement determines whether the case gets serious attention or dismisses quickly.

Most disputes resolve in favor of the side providing clearer documentation. Vendors generally win cases involving subjective quality claims because proving satisfaction is hard. Buyers win cases involving objective failures like wrong item codes, dead batteries, or non-delivery backed by tracking info. Set expectations accordingly before clicking the button.

Opening a case

Navigate to your order history and select the specific transaction. Click Start Dispute within the eligible timeframe. The moment you submit, the escrow freezes completely. No further actions can occur on this order until a decision renders. The vendor receives immediate notification and sees your initial claim text. You cannot edit the opening statement once posted, so choose words carefully.

After submission, both parties enter an exchange phase. You post additional comments and attach files. The vendor responds with their counterargument and evidence. This back and forth continues until either party agrees on an outcome or requests the panel final ruling. Silence from either side delays the process but does not stop the clock entirely.

Evidence that wins

High-resolution photos of the delivered item show any damage clearly. Zoom in on scratches, cracks, or mismatched labels. Include shots of the packaging exterior showing tampering or shipping stress. Video recordings of the unboxing process provide strong proof if captured at the time of arrival. Tracking screenshots with status updates prove delivery timelines. For digital goods, include hash sums comparing downloaded files against advertised versions. Text logs via PGP demonstrate prior communication where terms were explicitly stated.

Vague descriptions like "item feels cheap" rarely persuade arbitrators. Specific, verifiable facts do. Cite exact model numbers, dates, and timestamps. Attach PDFs or images rather than describing them in paragraphs. The panel reviews evidence visually first, so visual clarity beats textual elaboration every time.

Timeline

The first substantive response from the dispute team usually arrives within a few hours during business operations. Final decisions typically render within one working week. Complex cases involving multiple vendors or international shipping delays may extend beyond that period. Extreme scenarios requiring forensic analysis of blockchains or external witnesses can stretch longer, though rare. Track the status daily to catch updates before deadlines expire for your own replies.

Outcomes

• Full refund. Awarded when the item arrived significantly different from description or never arrived despite valid tracking showing delivery elsewhere. The buyer retains the original payment minus return shipping if applicable.
• Partial refund. Granted when the item functions partially or shows minor cosmetic damage not disclosed. The amount varies based on severity assessment by the panel.
• Vendor wins. Occurs when evidence supports the vendor claims, such as the buyer accepting goods for several days before complaining or failing to provide unboxing footage. No funds return to the buyer.

When not to dispute

Minor deviations from expectation, such as a slightly different shade mentioned vaguely in the listing, rarely justify the effort of a formal case. If the item works as intended and meets core specifications, letting it go preserves goodwill and frees up your time. Opening too many low-value disputes builds a pattern that vendors and staff notice, potentially affecting future treatment. Reserve formal channels for genuine breaches of contract.

The panel

The dispute panel consists of senior operators who serve as the third signer in the multisig escrow contracts. They possess independent authority to resolve conflicts. Their decisions bind all parties involved. The panel follows a service level agreement targeting responses within twenty-four hours for urgent issues. They remain impartial by default, reviewing only submitted materials rather than assuming personal knowledge of the vendor or buyer history.